Channels & viewing

[ElBarto]

The issue was that the NFL app (perhaps the Roku) was unsuccessfully trying to callout to Adobe Audience Manager when starting the NFL app. The app was trying to do a POST (the end point is detailed in my previous post). 

I have a proxy in place that stops requests to IP’s flagged as malware/adds. To test, I verified the app worked without the proxy, then, did a packet capture to figure out, when the app actually failed, what it was trying to do. After that, I whitelisted the problematic IP and ran the app again with the proxy in place; it worked.

In the end, I removed the IP from the whitelist (as it only impacted this single app on my entire network) and then removed the app as only the NFL app running on Roku was/is impacted.

[Jpw12]

We paid Roku our money not the nfl. Roku did an upgrade and now it doesn't work.  I haven't been able to use my for months. This is simple. Give our money back. Obviously the nfl app is working as long as your not a roku customer.  Geez how long does it take to figure out Roku is at fault

Jack

[RokuTakashi]

Hi, @Notaf4n

Thanks for posting, and welcome to the Roku Community.

We appreciate you for sharing this information with us, and we're sorry to hear about the issue you've experienced with the NFL app that crashes on your Roku streaming device. We recommend reaching out to NFL's support directly and inquiring further about this since most channels on Roku are managed by the channel providers themselves. 

Kindly refer to NFL Support

We hope this will be sorted out soon.

All the best,
Kash

[RokuCarly]

Greetings Community users!

At this point, we will coordinate this with our relevant team for further investigation and find you the best resolution possible.

Kindly provide us with the following details below so we can create a report ticket effectively:

• Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)

We'll be anticipating your responses as we are more than eager to help you access the NFL app on your Roku streaming players.

Best regards,
Carly

[Lunatyk05]

I am having the same issue but only after loggin in to the app. It would load before log in and now just crashes every time, even after factory reset of the device. It’s like I cannot log out no matter what I try. I used an old NFL account to log in and I suspect that has something to do with the issue. Also using cellular home internet, ATT Air. 

[RokuERey]

Hi @Lunatyk05,

Thanks for joining us here in the Roku Community!

We see that you're experiencing the same issue on the NFL app, and we'd like to learn more about this.

If you haven't tried any troubleshooting, you can refer to our troubleshooting steps here: How to resolve a channel playback issue

Alternatively, inform us whether all of this has been tried so that we can proceed.

Thanks,
Rey

[Lunatyk05]

I have thus far attempted to:  

1. uninstall and reinstall the app. 

2. uninstall app, unplug device for 5 min and reinstall 

3. uninstall app, clear cache and reinstall 

4. factory reset all devices

5. connect to different WiFi network.

Still having the same issue. 

[Notaf4n]

I tried contacting NFL network for support and they really don't want you contacting them. I called them at (877) 635-7467 and they gave me a full-on bogus/bs number of (800) 635-5300, which is listed online as a support number for them. Problem being that it's a voice recording on a loop which directs you to a non-existent "contact support" link on their website! I called them back and they gave me an email address at mobilecs@nflhelp.com. I wrote it all up and the email bounced! Yup, they are giving out bogus numbers and email addresses that lead to non-existent support contacts. I have never seen such horrible support before in my life. 

I'm going to contact my States Atty General as well as the Better Business Bureau and put a complaint in. I paid for service that I cannot access on any of my TV's. Yes, I can use the website and stream from my laptop, which surprisingly works. But that's not what I'm paying for. I'm paying for the Roku App and the Android TV app to work on my TV.

I also found support articles on NFL's website that direct those with problems to Roku and TV manufacturers like Visio. So everyone is playing the blame game and pointing fingers yet no one wants to step up and support their customers. Yes, I'm pointing at you Roku. 

I've tried everything I can think of. I even bought a brand new Roku Ultra and tried that to no success. 

I did this to clear the cache on the Roku Ultra - Hit this sequence of buttons, then the device reboots. Home (5 times), Up (once), Rewind (2 times), and Fast Forward (2 times). Once it was done, I reinstalled the app and tried again - no luck. 

As I said above, I also have been having a lot of problems with NFL network on my Sony XR65A95L which is running Andriod TV. Same thing happens. It crashes randomly. 

As of now, I cannot watch NFL Network via my NFL+ subscription on Roku, nor can I do so on my TV's integrated apps. Absolutely unacceptable. 

[Notaf4n]

Why did you delete my post that was critical of Roku and NFL? Do you censor all criticism?

[RokuERey]

Hi @Lunatyk05 @Notaf4n 

Thanks for the update, and we really do apologize for the inconvenience this has caused.

We appreciate all the attempts at resolving this, and we'd like to check this issue with the appropriate Roku team. To proceed, we'll need your help by sharing with us the details below.

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
• Tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID).
• Steps to reproduce the issue you are seeing

We'll be anticipating your response!

Thanks,
Rey